Principal, Customer Insights

2 weeks ago

London, United Kingdom Convera Full time

Convera is seeking a Principal, Customer Insights to join our global Customer & Market Insights team. We are looking for someone with strong business acumen and market research experience to relentlessly obsess about our customers and their motivations. Based in either New York or London, this role will serve as the go-to expert for customer research, delivering programs that provide scalable sources of customer insights.
In this role, you will need to be an experienced research expert able to deliver a wide range of customer research projects, whilst ensuring key insights are communicated with maximum impact and relevance to our business goals. We want someone to go beyond the data to deliver actionable research and reporting to drive and influence key business decisions.
As a senior lead, you will be accountable for the end-to-end design, development, and execution of complex global research programmes. You will need commercial-related primary and secondary research experience, and deep knowledge of qualitative and quantitative research methods. You will have a passion for understanding customers across different business segments with different motivations and needs. You will have experience working effectively with executive stakeholders and be able to communicate succinctly and with conviction at a senior level, including experience of leading global cross-functional presentations. Working as part of Convera’s global team of economists and data scientists, you will have strong data visualization and story-telling skills, with a flair for making complex research relevant and understandable for non-technical audiences.

RESPONSIBILITIES
- Deliver executive-level research projects, executing using the most effective methodology and engagement tools that will provide answers to key strategic questions.
- Automate and analyze in-platform customer feedback tools and CRM data to support teams such as Customer Success and GTM with insights related to lifecycle and customer journey optimization.
- Host and facilitate virtual or in-person customer focus groups and deliver insights back into key internal teams such as Product and Marketing.
- Act as an internal expert on the Qualtrics survey platform. Partner with Marketing Operations to support user facing intercepts and integrations across relevant platforms.
- Contribute to Convera’s market research reports, articles, and marketing programmes by enriching content with VoC insights to better engage target audiences and their needs.
- Act as the go-to customer insights source for our Brand & Content team to help maximize cut-through and impact of content and communications.
- Own end-to-end management of any 3rd party research agencies and platforms as required - experience in contract negotiations and procurement a plus.
- Work closely with other research leads at Convera to develop technology-led survey methodologies and global research repository and discovery.

REQUIRED QUALIFICATIONS
- 8-10+ years’ experience in customer research with expert knowledge of qualitative and quantitative research methodologies
- Degree in marketing, social sciences, statistics, or related technical research field - advanced degree is a plus
- Experience delivering global customer research projects within a commercially focused corporate environment - competitor research experience a plus
- Thought leader in best practices, modern tooling, and emerging methodologies for global customer research analysis
- Strong project management experience - ability to influence cross functional teams comprising of other senior technical and/or business leads to bring projects over the line
- Ability to analyze multiple data sources across both primary and secondary research to deliver succinct stories with actionable insights.
- Experience using Qualtrics survey platform or equivalent (e.g., SurveySparrow, Medallia) - experience with Gainsight, Gong, Salesforce a plus
- Ability to thrive in an ambiguous global environment with competing priorities, while bringing structure and delivering results on time.
- Exceptional written and verbal communication skills, capable of owning and writing complex documents and presenting/influencing Director and VP+ level stakeholders
- Fluent in English language

PREFERRED QUALIFICATIONS
- Creative problem-solver with a growth mindset; actively and intuitively seeks ways to simplify process and improve performance
- Demonstrated sound business judgment and the ability to think strategically about a quickly growing business alongside the interest and ability to dive into tactical details
- Strong analytical and quantitative skills; ability to use research, hard data, and metrics to challenge assumptions, generate credible forecasts, and solve problems
- Comfortable with ambiguity - able to set strategic direction and execute effectively in a global, matrixed organization

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